I was gifted a Diana for my 70 birthday; a surprise. Recently we had a break-in. And my handbags were stolen. So my goddaughter flew to Memphis, from Miami to help me celebrate, and deliver the Diana. I carried the handbag once to dinner the next evening, and once to church. A total of two times. I noticed after the second time there was some discoloration on the smaller straps. I contacted customer care via the 800# and was advised they would have someone call me from the nearest store. But I had to call three times before someone texted me about the handbag. A Meghan from the Nashville store started a discussion with me about the issue. She offered to send me a shipping label for "customization", but that was not my biggest concern. I informed Meghan that I preferred to travel the 3 1/2 hour drive to the store. After many texts and questions Meghan thought I should speak with a more experienced associate. It took 3 days for him to reach out to me.. An Andrew texted me, and I gave the specifics of the issue. He then called me and we spoke about the defects and customization. He placed me on hold and verified the purchase. Then he consulted with his manager; per Andrew. I was advised that he would place a handbag on hold for me until December 27, 2022. He instructed me to bring the handbag in and he would exchange it for a new one. When I arrived in the store I had to wait for 42 minutes before Andrew assisted me, Meghan begin to share that she would set - up the monogram machine to make it ready. She examined my handbag and I showed her the discoloration. Andrew finally examined my handbag and acknowledged the discoloration. He went away to consult with his manager, he returned and informed me that an exchange was Not possible. I asked to speak with the manager. A young Caucasian male came over and examined my handbag also. And informed me that I had caused the damage to the bag and he would Not honor the promise Andrew made to me. I called my goddaughter at that time and she also spoke with the manager. He was very condescending, and rude. I witnessed another customer exchanged her bags while I was waiting on Andrew, and it was in terrible condition. Of course I understood that as a women of color I was not afforded the same treatment or empathy for my situation. During the 40 minute wait, I noticed that the ** clients were offered champagne and none of the clients of color were offered anything, including myself. Andrew informed me that the handbag would "automatically" become "discolored" from just carrying it. So No problem... I was very very disappointed for wasting my valuable time, the dishonesty and poor professionalism. They are in need of Diversity training immediately! Thank you.